Pendo uses the term “accounts” to refer to collections of visitors associated with a specific or multiple groups. You can access account data throughout Pendo and access specific account details under People > Account.
When you select an Account ID from the Accounts table or search for a specific account in the top-right corner of the Accounts page, you're directed to the account's details page. An account's details page provides insights that are specific to an individual account, including metadata values, usage information, and more.
An account's details page is organized into four tabs so you can move between an account's usage data, its visitors, metadata, and Voice of Customer activity in one place:
- Overview. Opens by default. Contains the account description and actions, page filters, key metrics, and usage charts and tables.
- Visitors. Lists the visitors associated with the account.
- Details. Contains the account's Pendo settings and most recent metadata values, including any fields you've pinned.
- Feedback. Lists the feedback associated with the account. Requires Pendo Listen.
Each tab has its own URL, so you can link directly to a specific tab.
Tip: You can view account details at a glance by hovering over an Account ID or name in most areas of Pendo. Hover cards include usage highlights like days active and total time, along with any metadata you've mapped, such as account type or revenue. To customize the metadata shown, go to Settings > Metadata and configure your mappings. For more information, see Configure visitor and account metadata.
Account actions
At the top of the Overview tab, you can find high-level context about the account and actions you can take, such as adding a description, reviewing account health, or watching replays. You can also use the account search to navigate to a different account.
Add a description
The account description appears at the top of the Overview tab and is intended to capture important context about the account that isn’t reflected in usage data or metadata values alone.
If AI features are enabled for your subscription, you can select the wand icon to generate an AI description. You can also select Add a description to enter a description manually, or select the existing description to edit it.
Descriptions are informational and don’t affect reporting or search results. They’re intended to provide additional context for account-related workflows and may be used by future AI features.
Watch replays
If you have Session Replay added to your subscription, select Watch replays to view replays associated with the account. This can help you understand how visitors experience your product in context.
If no replays are available and this is unexpected, see Missing replays.
Check account health
If AI features are enabled for your subscription, select Check account health to launch a guided account health prompt with Leo. This helps you explore adoption, engagement, and recent activity for the account without building a report.
Apply filters
Like most pages in Pendo, you can find segment, date range, and app filters (the app filter appears if you have more than one app in your subscription) at the top of the Overview tab. Use these filters to customize the data displayed in the metrics, charts, and tables to meet your needs. These filters won’t impact the data in the Details tab.
View account details
The Details tab contains the account's Pendo settings and the most recent metadata values stored for an account. Select the Details tab to view them.
The Pendo Settings section includes several self-explanatory metadata fields. Here are definitions for the fields that might not be as straightforward:
- Exclude list. Indicates whether the account is currently on the Exclude List and provides a direct link to add the account to the Exclude List if necessary.
- Hide web guides from this account. When selected, immediately hides all current and future guides for all visitors in the account across all apps the account can access. Visitors still appear as eligible in segments for the guides, but they won't be able to see them. If you don’t see this setting and are interested in enabling it, contact Pendo Support.
- Do Not Process (GDPR). When selected, prevents Pendo from collecting events for or displaying guides to any visitor in this account.
Select the star icon next to a metadata field to add it to a Favorites section at the top of account details. Favorites are saved for your user profile. Select the star again to remove the field; the section is hidden when no fields are favorited.
Below the Pendo Settings section, you can find a few different sections that contain the metadata fields and values that are set up under Settings > Metadata. Each of these sections display the last value received by Pendo:
- SDK metadata includes all values that are passed through your install script.
- Integration-specific metadata, such as Salesforce, HubSpot, and Segment.com, consist of values that are passed through third-party integrations.
- Custom metadata includes all values that are created and manually updated in either the UI or the API.
You can edit Custom metadata values directly on this tab. Some field types are read-only, such as Predict fields.
Select the star next to a supported metadata field to pin it to a Favorites section at the top of the Details tab. Select the star again to remove the field. Favorites are saved for your user, separately for visitor and account details.
While metadata can change over time, Pendo only displays the most recently received values, regardless of the date or app filters that are applied. If you have historical metadata enabled, you can use Data Explorer to view changes in metadata values over time.
View account metrics
The Overview tab includes a Key metrics panel. These metrics adjust with any selected filters:
- Unique visitors. The number of individual visitors who were active in the account.
- Number of days active. The total number of days that the visitors associated with the account have used your apps. A visitor is considered active if they generate at least one event within a 24-hour period.
- Total time. The total amount of time that visitors in this account have spent in your apps. We add one minute to the counter for each minute we register an event, and we don’t include inactive periods, such as having the app open in a background browser tab.
- Revenue. The total amount of revenue this account generates based on the related metadata field. For more information, see Configure account revenue.
- Feedback. The number of feedback items associated with the account. For the full list, open the Feedback tab.
Understand account charts and tables
An account's details page includes several charts and tables that provide more insight into the account's activity in your apps. If there are multiple apps in your subscription, the charts and tables might have an additional app filter that impacts the displayed data.
Line chart for activity
The line chart provides a snapshot of the account's activity and displays all Daily Visitors over the selected date range by default. Select the dropdown arrows in the chart title to modify the date range and data displayed, such as Weekly Time on Apps.
Hover over a data point in the chart to view the total number of events or time spent in your apps. If you have multiple apps, select the app names in the legend at the bottom of the chart to update the displayed app data.
In the top-right corner of the line chart, select View in Data Explorer to generate a pre-filled Data Explorer report and analyze the chart data. With this report, you can compare segments and date ranges, apply advanced filters, drill into visitor and account details, customize visuals, and save the report to a dashboard for ongoing insights.
Treemap for Page usage
The Page Usage treemap displays overall Page activity for the account over the selected date range. Each Page is color-coded by the associated Product Area. By default, the chart shows Page Loads, which represents the number of times that a visitor opened or refreshed a specific Page. Select the dropdown arrow in the title to change the view to Unique Visitors or Time on Page.
Hover over a Page to view the full Page name, the total number of events (Page views or loads) for that Page, the number of visitors who loaded the page, and the total time visitors spent on that Page.
Treemap for Feature usage
The Feature Usage treemap displays overall Feature activity for the account over the selected date range. Each Feature is color-coded by the associated Product Area. By default, the chart shows Clicks. Select the dropdown arrow in the title to change the view to Unique Visitors.
Hover over a Feature to view the full Feature name, the number of events (interactions) for that specific Feature, and the number of visitors who interacted with the Feature.
Table for top parameters
If you’re using parameterized URLs, the Top Parameters table displays the top parameters for the account and includes the Page, parameter, and number of views for that parameter.
View visitors
The Visitors tab lists the visitors associated with the account. Select a Visitor ID to open the details page for a specific visitor.
View feedback
If you have Pendo Listen enabled, the Feedback tab shows the feedback associated with the account in a table, so you can see what an account has told you alongside their behavioral data.
Use the filter bar at the top of the Feedback tab to narrow the list. Select a feedback item to open it and review the full details.
View feedback requests (classic Pendo Feedback)
If you have classic Pendo Feedback enabled, there’s also a Requests tab at the top of each account's details page. Select this tab to view the full list of product requests associated with the account.
The table shows the name, status, and priority of each feedback request visitors from the account have created or voted on. If a visitor from the account has voted on a feedback request, the date range filter corresponds to the date the visitor voted on the request rather than the date the request was created.
Select the name of a product request to open the request in Pendo Feedback and view the voters, comments, and any labels attached to the feedback request.